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Complaints handling for client-facing healthcare staff

Tips and strategies to handle complaints professionally and efficiently in the Health sector.

9:30am - 1pm
1/2 Day
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About this course

Are you a healthcare professional looking to improve your complaints handling skills?

Are complaints being handled professionally and appropriately in your organisation? Is poor complaint handling leading to long, drawn out investigations where there was potential to diffuse the complaint at the offset?

This 1/2 day course is designed to equip you with the knowledge and techniques needed to handle complaints effectively and maintain positive patient relationships.

Course Syllabus

This intensive and highly practical half training day assists attendees in understanding what is required to manage complaints properly.

It will consider the root causes of complaints, how to identify a potential complaint, defusing complaints, the importance of open culture and reflecting and learning from complaints through theory, exercises and group discussion.

Key Learning Points

  • Understanding your complaints policy,
  • The root causes of complaints,
  • How to identify potential complaints,
  • The stages of a complaint,
  • Handling people’s emotional responses to complaints,
  • The importance of listening and managing expectations at the initial stage,
  • How to defuse complaints,
  • The importance of open culture, and reflecting and learning,
  • How serious complaints are investigated.

Available Dates

Course DatesLocationPriceSpaces LeftBook

14/05/2024 09:30 - 13:00

Zoom Online €295.00 12
Rachel Fitzpatrick

Team Lead of Department, Comfort Keepers

Very informative on dealing with complaints under pressure. Excellent overall.

Sara Van Den Bergh

Solicitor, CORU

The course was an excellent overview of the complaints processes and best practice in complaints handling.

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Your Trainer – Our Expert Trainers

La Touche Training Expert Trainers

We work with a wide panel of specialist trainers, all chosen based on their experience and knowledge, experience both in practice and as trained trainers. The majority of our trainers are experienced...

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Dealing with complaints is a crucial skill for healthcare professionals.